U-Haul International, Inc.

March 13, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for forwarding [redacted]’s concerns in regards to our customer, [redacted]. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. Per...

[redacted]’s request, she is no longer dealing with anyone at our [redacted] location. Several U-Haul employees have spoken to [redacted], including [redacted], our Executive Assistant for our [redacted] A complete breakdown of the storage account showing waivers [redacted] was given and a free month of storage totaling $475 was sent to [redacted].**. [redacted] has received rude letters and emails from [redacted] and her friends regarding the storage account. [redacted] promised to provide proof of payments but has not. She is also currently late for her March payment. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I do not accept their apology and their response is garbage.  I am sure [redacted] did not even type that response out and it was general response sent out to reply to all of the other complaints. I just wanted to bring it to Revdex.com's attention. I wasn't expecting U-Haul to do the right thing anyway. It is a very shady company and I will never use them again and I am not hesitating dragging the company through the mud going forward.

June 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted]

[redacted], our Traffic Manager for our Knoxville regional office, followed up on the...

information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed their concerns. They were able to reach an amicable agreement on a refund.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

April 27, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Angelique F[redacted], our Executive Assistant for our Northern Jew Jersey Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was given an option to secure the reserved equipment at an alternate pick up location 12 miles away but he declined.  Extra miles were also offered.  Ms. F[redacted] relayed she issued the $50 Reservation Guarantee Fee to Mr. [redacted].

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

Yes they were paid. I was charged triple the amount that I was supposed to pay.

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mr. and Mrs. [redacted]...

offering her apology for the inconvenience they experienced and requested a return call. As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them a VIP Certificate to cover their next months rent on their storage unit. She hopes to hear from them soon.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

September 1, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Baki A[redacted], our GM for our U-Haul Moving and Storage at Capital Dr., followed up on the information Ms. [redacted] provided.  He informed our office he advised Ms. [redacted] her and her mother would need to come in at the same time to transfer the name on the storage account, however, the account needs to be current on rent.  He explained to Ms. [redacted] a debt could not be transferred to another person.    Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I would like to thank you for the action you have taken and I sincerely hope any future business with your company will result with complete sucess.

Regards,

NOBODY CONTACTED ME FROM U-HAUL AND NOTHING WAS REQUESTED

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Mr. [redacted].

David Lopresti, the Director of Moving Help, advised our office that Moving Helper’s information as well as instructions on how to file a dispute via movinghelp.com was provided to Mr. [redacted]. Mr. [redacted] can reach Mr. Lopresti at ###-###-#### if he has other questions or concerns.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments and sent the following email in response: Good afternoon Ilya, as per our conversation please forward any receipts for expenses you incurred during your rental to this email. If you have further questions, please feel free to contact me at 413-535-0150. Thank you. - Jessica A[redacted] EA We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our Oceanside Regional Office, followed up on the information Mr....

[redacted] provided. She explained the hold on Mr. [redacted]’s credit card dropped a few days after it was put on by his bank. Only the rental fee of $97.20 posted to his account. A refund for the ball in the amount of $5.38 was issued back to the same [redacted] account on July 4th and should post on his next credit card statement. Any further reimbursement is not warranted as the U-Haul equipment was used for its intended purpose.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

It is true that this person named Frank offered an apology and 20%, but as I told him and the western region president  that is no good. What this location did is  tell me they they had trouble taking off rusty bolts from my vehicle, yet they put three of those rusty bolts back on the truck with the other one missing. Now  if they cannot take four bolts off , and put four bolts on in three hours something is wrong. They told me at the call center an hour , maybe 1.5 hours. I asked that stores general manager first thing when I arrived at 830 if they put new hardened bolts in on the installation, he said yes, I will take a lie -detector if needed. I have no problem with the hitch itself , I do not want it removed and then I will lose even more time trying to get a new one on. If a representative of the Revdex.com wants to take a look on how they put the rusty bolts back on this installation I would gladly show them. I left their facility because it was 1205 and I was past due getting to work, this was after repeated questions to the general manager who assured me new bolts were in and they were just tightening down  the bolts .  again I will take lie detector on all statements or questions I asked them. As I said before I stand firm on what I believe is a fair  resolution to the anguish and loss of wages, they have caused me.  They did not  install this hitch in a safe or timely fashion and they should be held accountable.

March 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Traffic Manager for our Fort Worth Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for overdraft fees in the amount of $70 and assured her he would follow up with our GM to ensure the situation she experienced does not happen again.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. Her research showed no...

charge for a $50 late fee applied to their rental contract. Total rental came to $91.85, with a refund for $8.15 from the $100 cash deposit collected at the time of rental. As we value Ms. [redacted] and Mr. [redacted] as customers, Ms. [redacted] sent them a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

Regards,

This is not the issue at all in U-Haul's answer. We don't want to rent from U-Haul any more. The main call center at U- Haul said there where no issues except one that was resolved. Still nothing is mentioned about the treatment I received when I went to purchase some supplies that I mentioned in the complaint. I find it very strange that we were told over and over by the call center that there were no issues of tardiness or anything else on our part and now there is. I just wanted that charges for the day of the incident refunded to me along with $40.00. I will never rent or purchase anything from them again. I spent a lot of money with U-Haul over the years and this is how they chose to treat me. We did nothing wrong to this company. On about 4 different occasions, we went to pick up trucks at this facility mentioned in the complaint and the truck wasn't there. We now rent from [redacted] and [redacted] and don't have any of the problems we have had with [redacted].

July 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Coastal [redacted] Regional...

Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] on June 29th requesting a return call to personally address her concerns but has not received a call back. He can be reached at [redacted] or direct at [redacted] and his email address is [redacted]

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

June 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our [redacted]...

regional office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And would like to sincerely apologize for the inconveniences that we had caused you. I do completely understand your perception of the series of events, and although I do see that we were not even remotely helpful in correcting the matter, I do see what went wrong, and assure you that our intent was not malicious. Upon review of your rental contract, I do see that we collected a larger rental rate than what was the going rate for your trip, which did come out to you pre-paying for 4 additional days. Sadly, that was neither noted (we have a special section on rentals for notes, so we can see when special situations occur), nor were the days allowed edited to show the additional 4 Days being paid for, so, "at a glance", the receiving location had no means of knowing that you were allowed at least the 6 days. I do agree that they should have been more helpful in actually researching the matter, and I will be following up with the area field manager who Is responsible for overseeing U-Haul operations at that location. I have taken the liberty of refunding all $383.68 charged to your [redacted] at the [redacted] Location (copy attached), and again, would like to sincerely apologize for the inconveniences that we have caused. If I can be of any further assistance, please feel free to contact me directly at this Email address, or by phone at [redacted]. Sincerely, [redacted] Executive Assistant U-Haul Co of [redacted]

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International